Merchant Return Policy

At Isokoni, we are committed to ensuring a smooth and fair experience for both buyers and sellers. This Merchant Return Policy outlines the rules and expectations for vendors regarding returns, exchanges, and customer disputes.

1. Merchant Responsibilities

• Clearly describe products with accurate titles, images, and specifications.
• Ensure all items are of acceptable quality and in sellable condition.
• Accept returns and process refunds in accordance with Isokoni's platform guidelines.

2. Return Eligibility

A customer may return a product if:

• The item is defective, damaged, or broken upon delivery.
• The wrong item was shipped.
• The item is significantly different from the listing description.

Note: Returns due to change of mind are optional and handled at the merchant’s discretion.

3. Return Window

Merchants must honor return requests submitted within 7 days of product delivery. Products must be returned in original condition, including packaging and accessories.

4. Return Process

1. The merchant is notified via their dashboard or email.
2. The merchant must respond within 2 business days.
3. If approved, the buyer receives return instructions.
4. Failure to respond may lead to automatic approval and platform penalties.

5. Shipping & Refunds

• If the return is due to merchant error, the merchant bears return shipping costs.
• Refunds must be processed within 5 business days of item receipt.
• Refunds are issued to the buyer’s original payment method via Isokoni’s system.

6. Dispute Resolution

Merchants can file a dispute within 48 hours of a return request. Isokoni’s support team will mediate and make the final decision based on platform rules and evidence provided.

7. Non-Compliance Consequences

• Order cancellation and forced refunds.
• Account suspension or permanent removal.
• Loss of seller privileges and negative store rating impact.

8. Best Practices for Merchants

• Package items securely to prevent shipping damage.
• Use accurate product descriptions and high-quality images.
• Respond quickly to return and refund requests.
• Maintain excellent customer service to reduce disputes.

9. Contact Support

For questions or help regarding return requests, contact:

Isokoni Merchant Support
Fahari Gardens, Ruiru, Kenya
Phone: +254 758 821800 / +254 790 519791
Email: support@isokoni.com